Customer Success Defined

by Apr 1, 2019

Customer Success is an operating model that promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.

Customer Success Defined

A Customer Success operating model promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.

Customer Success delivers on the CX strategy by providing programs, practices and trusted advisers to maximize customer retention and create opportunities for revenue expansion within the customer base. Customer Success assures that customers can attain tangible positive business outcomes with the products and services they have purchased.

Customer Success transcends organizational silos such as Support, Professional Services, Training, Sales and Product Management and is not limited to specific organizations, teams, or roles.

Customer Success operating processes and activities are described below.

The Customer Success Process

Customer Success Stages

Customer Success Activities

Next Steps

ServiceXRG offers a wealth of expertise through coaching and research to help you develop and execute an effective Customer Success strategy. Please review other reports and articles related to Customer Success.

Define your Customer Success strategy

Read about the Journey from Support to Customer Success

Inventory current success-focused capabilities and practices

Take the Customer Success Health Assessment

Develop a framework for Customer Success

Review the Customer Success Operating Model

More Customer Success Articles

View All Customer Success Articles

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Featured: Customer Success Operating Model Playbook

ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.

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